4 steps to diffusing anger

We're often caught of guard when we have to respond to someone who's angry, which could be a disgruntled client, an unhappy employee, or even a family member. Whether they're silently stewing or screaming out loud, the first step as the recipient of anger is to calm ourselves so we can engage our best listening skills with an air of patience and curiosity. Clear a path for construction communication by following these steps.

Source: "Crucial Conversations: Tools for Talking When Stakes Are High"